This is the heart of our cloud-native, cloud-centric, AI-powered approach. What it enables for a service provider is transformative. It’s the difference between attempting to be reactive to an irate customer—requiring a truck roll and device swap—and being able to predict the customer issue(s) with enough time to schedule an off-peak reset that supports superior CX.

Service providers that can leverage device data for superior CX and intelligent broadband operations are poised to win. There is huge value too—to the tune of millions of dollars per year. As an example, large Tier-1 service providers that is delivering home broadband services to millions of subscribers can spend over $500 million each year on customer care. As explained in the opening, poor CX escalates quickly, impacting efficiency and ultimately the bottom line. Implementing our approach can generate significant return on investment (ROI), growing from $15 to 20 million in savings in the first year, to a cumulative expected $100 million in year five. And while this is a Tier-1 example, the same cost savings  (five to 20 percent) applies to service providers of all sizes.

Changing the game with AI for IoT

With explosive IoT and data proliferation, the imperative for a predictive model significantly increases. Today the focus may be on the home network—modems, set-top boxes, gateways, and other CPE. These problems manifest themselves in Wi-Fi service degradation through slow browse, and router reset (or modem reset). These problems are real, common, and persistent. They ultimately affect your customers’ experience and your bottom line. But that’s just today.

The number of connected devices is only going up. This will expand the potential problem zone to include other connected devices, like customers’ Nest thermostats, Ring doorbells, security systems, smart appliances, and wearables. Beyond these, connectivity and the associated challenges for service providers will extend to the network core. CSPs and ISPs need to move out of the past and into the future, and human expertise with AI for IoT is the game-changer enabling this key shift.

Intelligent broadband operations

In the old days, you never knew when something was going wrong. You had no real visibility into the home network, until you received a call from an unhappy customer. Now, service providers can be much more proactive by predicting when there are customer-facing issues—and fixing them before they become support issues or cause churn. CSPs can and must do better—and it’s worth doing, to the tune of tens of millions of dollars per year.

But it can’t be done with yesterday’s tools and infrastructure. Success requires a new, cloud-native, data-centric approach that delivers more value by creating better business outcomes like superior CX, higher retention, and lower costs. Achieving these is only possible through intelligent broadband operations, and Ayla Networks makes it possible. Learn more about our solutions for Internet service providers.